They have the worst customer service EVER. I should not get hung up on 8 out of the 10 times that I call them. And you should be able to tell me what a bill is for Right? I think that sounds simple enough.
To make a long story short. We changed our plan from combined to just wireless. We got two bills in one month. We paid one of them, the other we were told by several customer services reps and reps at the wireless stores "Don't pay the second bill, We don't know what it is for". How crazy no one could ever tell us what that second bill was for. We tried numerous times to find out about it. The next few months the bills never showed that we still owed that second amount. So yesterday I got a lovely letter in the mail stating that the bill had been turned over to a collections agency. I was fuming. I called AT&T and of course got hung up on, got transferred from person to person with no clue I was even being transferred, and talked to hands down the most rudest customer service rep ever. Here is my conversation with her (and by this point I was highly pissed because I had been hung up on and transferred a few times too many).
Me: Can you please tell me what the said charges are for?
Rude Rep: Ummm. It looks like they are for a few different things.
Me: Ok. Like what?
Rude Rep: Just a couple of different things on your bill. It really is up to us anymore it has already been turned over to collections. You should call them and just pay it. You owe it and need to pay your bill.
Me: Ok.. Can you please transfer me to someone who can cancel my wireless service.
Rude Rep: Yes but you do know that you will have a $170 cancellation fee. Don't You? (The way she said this made we what to go through the phone and slap her)
Me: (in my own rude voice) Yes Ma'am.
So already today I have filled out a complaint with the BBB and I am trying to find a address or e-mail so I can send AT&T a letter. Please take my advice. If you are thinking about switching to AT&T Don't! Worst mistake I have ever made. All because my wonderful husband wanted a iPhone.